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Disabled customers
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Written by OMNI Team
Updated over a week ago

This article covers:

  • About disabled customer accounts

  • Checking if a customer account is disabled

  • Activating a disabled customer account

About disabled customer accounts

Update - Since Dec 7 2023, OMNI has expanded its support to disabled customers - allowing them to enjoy the more benefits. Changes are marked with (New) below.

A disabled customer account is a Shopify customer account that has not completed the full account registration process and have no password associated to their account. They can be created via newsletter subscription, placing a guest order, via manual import or creation in Shopify and more.

When a customer is in the disabled state, they are eligible to

  • Earn points for purchases associated with their email / phone number

  • Accumulate towards their tier upgrade spend progress and tier maintenace spend progress with purchases

  • Be uppgraded / downgraded into different tiers based on their spending

  • Earn points based on their current tier's earning ratios

  • (New) Receive tier entry bonuses

  • (New) Tagged with OMNI's tier tagging, making them eligible for any tier based segments or discount codes where eligibility is set with the tier tagging

  • (New) Redeem or use rewards from the POS / admin dashboards via staff action

  • (New) Receive all Klaviyo events and Shopify flow triggers except the customer/registered event.

However, they are NOT eligible to

  • Access the loyalty program interface on the storefron to redeem or use rewards

  • Receive the customer registration bonus (previously known as the welcome bonus)

  • Receive the birthday bonus

  • Receive the customer/registered event on Klaviyo and Shopify Flow

Checking if a customer account is disabled

Two ways to check your customer account


1. Within the Shopify Customer admin:

  • Go to Shopify Admin > Customer > Click into a Customer Profile > check the Customer Column to find their respective Shopify customer profile.

  • If you DON'T see "Has classic account" marked under "Customer", then the customer is disabled
    ​

2. Within the OMNI by Wave Commerce app admin, find their respective profile.

  • The profile will display a "Customers must complete registration to enjoy full program benefits" message:
    ​

Activating a disabled customer account

You may want to encourage a customer to activate their customer account to start enjoying their full loyalty program benefits. This can be done via inviting the customer to:

  • Complete the account registration process

  • Accept an account invitation email sent by the merchant

Completing the account registration process

  1. You can direct the customer to your account registration page on your Shopify store
    ​yourstoredomain.com/account/register

  2. Customer fills in the standard customer registration form and completes the process

  3. Customer account is now enabled

Accepting the account invitation email sent by the merchant

  1. In your Shopify admin, select Customers on the menu
    ​

  2. Search and find the disabled customer profile you would like to enable. If the customer account is disabled, you should see NOT see "Has classic account" under the customer summary.
    ​

  3. For the customer profile, select More actions > Send account invite

  4. You will be prompted to preview the email content and details, once confirmed click Send email
    ​

  5. Ask your customer to check their email inbox and follow the instructions to set an password for their Shopify account
    ​

  6. Customer account is now enabled

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